Customer Service Senior Analyst

Skill required: Retirement Solutions - New Business Processing
Designation: Customer Service Senior Analyst
Qualifications:Any Graduation
Years of Experience:8 to 10 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Execute deconversion activities for DB and DC plans, including plan and contract terminations, under established guidelines Maintain project plans in Salesforce using standard templates, updating timelines, dependencies, and milestones as required Track schedules and send participant, sponsor, and internal communications in line with termination requirements Coordinate with Plan Sponsors, TPAs, Payroll Providers, and internal teams to gather inputs and complete assigned tasks Support deconversion communications by routing approvals and sharing updates with relevant stakeholders Monitor and respond to the shared team inbox, ensuring timely and accurate handling of internal and external queries Process and maintain participant and plan data during the deconversion lifecycle, including census, contributions, beneficiaries, loans, and vesting details Perform census reviews and follow up on data requests with BPASS and plan sponsors after deconversion notifications Assist with final data reconciliation by validating participant balances, plan assets, liabilities, loans, and vesting information Support asset transfer, annuitization, or liquidation activities as instructed to enable participant payouts Validate data accuracy and completeness prior to asset movement and final disbursements Update project trackers and provide inputs for status reports, including progress, issues, and action items Maintain required documentation and audit records in accordance with regulatory and internal control standards Assist with plan setup and employee record configuration after execution of plan service agreements and documentation
What are we looking for? Functional expertise in U.S. retirement plans, including both Defined Contribution (DC), Defined Benefit (DB) schemes and IRA (Group Plan IRAs, SEP). In-depth experience in de-conversion, managing participant data, asset disposition, stakeholder coordination, and final reconciliation activities to ensure accurate, compliant, and timely plan and contract terminations. Hands on with developing process documentation (SOP), capturing exceptions, process flow, process maps, and NIGO rules. Subject Matter Expert/ Trainer with 2+ years of experience in remote transitions, developing quality checklists, performing RCA, and developing action plans to improve quality performance. Mandatory experience in 401(k) and/or 403(b) plan administration Excellent verbal and written communication skills; Inbound and Outbound voice support experience required. Experience in project management, data reconciliation, and stakeholder coordination Proficiency with Salesforce or similar project tracking tools
Roles and Responsibilities: Execute deconversion activities for DB and DC plans, including plan and contract terminations, under established guidelines Maintain project plans in Salesforce using standard templates, updating timelines, dependencies, and milestones as required Track schedules and send participant, sponsor, and internal communications in line with termination requirements Coordinate with Plan Sponsors, TPAs, Payroll Providers, and internal teams to gather inputs and complete assigned tasks Support deconversion communications by routing approvals and sharing updates with relevant stakeholders Monitor and respond to the shared team inbox, ensuring timely and accurate handling of internal and external queries Process and maintain participant and plan data during the deconversion lifecycle, including census, contributions, beneficiaries, loans, and vesting details Perform census reviews and follow up on data requests with BPASS and plan sponsors after deconversion notifications Assist with final data reconciliation by validating participant balances, plan assets, liabilities, loans, and vesting information Support asset transfer, annuitization, or liquidation activities as instructed to enable participant payouts Validate data accuracy and completeness prior to asset movement and final disbursements Update project trackers and provide inputs for status reports, including progress, issues, and action items Maintain required documentation and audit records in accordance with regulatory and internal control standards Assist with plan setup and employee record configuration after execution of plan service agreements and documentation